G122 Technical Outage Manager

G122 Technical Outage Manager

13 May
|
HP ENTERPRISE SERVICES
|
Bengaluru

13 May

HP ENTERPRISE SERVICES

Bengaluru

Job Description

At Hewlett Packard Enterprise, we bring together the brightest minds to create breakthrough technology solutions that advance the way people live and work. What sets us apart? Our people and our relentless dedication to helping our customers make their mark on the world.

We are a team of doers, dreamers and visionaries; inspired by our purpose and driven by our strategy. We live by our three values: partner, innovate and act.

Our legacy inspires us as we forge ahead, always pushing to discover whats next. Every day is a new opportunity to advance and grow ourselves, our company and the industry. Some people call it an obsession, we call it a way of life.


Schedule: Full time

Shift: No shift premium (India)








Hewlett Packard Enterprise is an industry leading Technology Company that enables customers to go further, faster. With the industrys most comprehensive portfolio, spanning the cloud to the data center to workplace applications, our technology and services help customers around the world make IT more efficient, more productive and more secure.


Learning does not only happen through training. Relationships are among the most powerful ways for people to learn and grow, and this is part of our HPE culture. In addition to working alongside talented colleagues, you will have many opportunities to learn through coaching and stretch assignment opportunities. Youll be guided by feedback and support to accelerate your learning and maximize your knowledge. We also have a reverse mentoring program which allows us to share our knowledge and strengths across our multi-generation workforce.


HPE Pointnext is the innovative IT services organizationpart of Hewlett Packard Enterprisebuilt to make Hybrid IT simple and power the Intelligent Edge. As an agile technology partner, we help our customers modernize their legacy infrastructure with the flexibility of the cloud, and maximize the value of their connected devices. We make their mission our mission: To drive rapid transformation across an enterprise on a customers terms.


The Technical Outage Management (TOM) Team is a part of the GSD Escalation Management (GSD EM) Team within the Technology Services Support (TSS) Organization and is uniquely positioned to help customers transform their businesses and get measurably more from their IT investments. The Technical Outage Manager (TOM) is a key contributor to the success of the company. A TOM is the key to a successful Escalation/Outage solution. This individual brings together all elements needed to ensure the escalation, Outage or issue at hand is resolved in a manner which is both efficient and concludes in an outcome which suits the business needs of the customer and HPE. The TOM is responsible for the overall management of an Escalation/Outage and owns the overall action plan, management level communication and drives decision making processes both internally and externally.

The TOM is a part of a highly valued team that coordinates technical resources across multiple departments and ensures customer success by communicating professionally and in a timely manner during the process of leading Technical Escalations/Outages. In the most critical situation for a customer the TOM, backed by all Global Support Delivery Teams, will enable HPE to make the difference in providing support to our customers. The holder of this position will be part of the Technical Outage Management Team, reporting to the Manager - Technical Outage Management


Act as the focal point for Technical Escalations/Outages liaising between the customer and the internal stake holders. Act as the customer advocate and liaison to drive customer satisfaction. Create and track the plan of action for each issue by aligning technical resources including Escalation Specialist, Level 2 Teams, Field Technical support representatives and Engineering to drive timely resolution of Escalations/Outages.
Proactively engage with internal stake holders to help HPE meet SLAs, organizational goals and metrics.
Understand the technical problem and its impact on the customers business.
Communicate and effectively manage the customer's expectations at all levels of their organization.
Spearhead internal/external conference calls to lead Escalations/Outages.
Create strong synergies within the internal teams, along with being an active participant in the GSD-EM community. Ensure highest levels of customer satisfaction by proactively delivering information about Outages at a frequency that matches the situation's urgency. Maintain a strong commitment to building relationships with the customer. (Strong communication and negotiation skills are required.) Get engaged during complex situations such as multiple product failure, severe production outages, performance degradation issues, data loss/corruption, and legal/media issues and take complete ownership of the situation and drive to restoration of services.
Operational Excellence:
Must actively work with all groups, tools and processes to resolve open issues in an efficient and timely manner.
Should be able to multi-task with the situation at hand
Be responsible for and ensure all aspects of the Outages/Escalation Management are carried out.
Adhere to internal tools documentation standards
Provide timely updates, to both the internal and external stake holders.
Attention to detail
Cultural Attributes:
Communicator: possess strong & effective communication skills capable to interact with customers and top level management in both an oral and written manner.
Team- Oriented: Be capable of embracing the ideas of others (even if they conflict with your own) for the sake of the company and client. Entrepreneurial: Thrive in a fast-paced, changing environment and be excited by the chance to play a large role. Passionate: Be passionate about collaboration and ensure our customers are successful. Self-motivated: Be able to work with minimum supervision and be capable of strategically prioritizing multiple tasks in a proactive manner. Leadership: Step up to challenges, take the initiative, drive decisions and lead diverse teams to success
Professional qualification requirement
8 to 10 years experience in project/escalation management or in similar roles/businesses
Experience in working with technology business, preferably storage.
5 years experience in handling high level escalations for huge organizations or similar demonstrated experience
Bachelor's degree or Master's degree in technical/scientific discipline or equivalent on the job experience
Knowledge management skills: creation and re-use of intellectual capital
Excellent communication and leadership skills
Excellent project management and organizational skills
Team player: ability and willingness to motivate and support other engineers
Should be flexible to work in the nights or any flexible hours as per the business requirement as the technical escalation manager needs to manage outages/escalations for a 24*7 functioning organization.
ITIL & PMI knowledge or certification is an asset
Core:
Good understanding of service management principles, excellent understanding of Incident Management and Problem Management (ITIL certification a plus)
Good understanding of project management (PM) techniques and tools (PMP certification a plus)
Services or Technical background
Excellent verbal and written communication skills
Sound negotiating and excellent presentation skills
Proficient in English
Should be able to manage stress
Effective at problem-solving

The original job offer can be found in Kit Job:
https://www.kitjob.in/job/13395433/g122-technical-outage-manager-bengaluru/?utm_source=html

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